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October 9, 2016

Handling Angry Customers

Dealing with an angry customer can ruin your day if you’re not prepared to handle it. Here are some quick tips to keep in mind.Angry man

  • Don’t take it personally. Angry customers are not mad at you. They are frustrated, annoyed, and unhappy with something that happened or didn’t happen. Step back, take a breath, smile, and listen!
  • Let them vent. Give the customer time and space to vent, and then ask questions that focus them on what happened, not on their emotional response. Nod, repeat what they say, and apologize. (See my blog post Listen and Learn for more information.)
  • Find out what they want. Before you can satisfy them, you need to know what they want as a solution. Keep in mind, you may not be able to give them what they want, but once you know what that is, you’re in a better position to offer acceptable options.

Every unhappy, angry customer is an opportunity to discover problems that need to be addressed. They are a valuable source of information and can help you improve customer contact and service delivery.

Contact us for information on our latest program, Creating a Positive Customer Service Experience. (205.907.5170)


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